First Source Federal Credit Union Commercial Dr, New Hartford

When I needed a car loan, their loan rates were easily beaten. When I was late by a few days on a credit card payment (the second time it had ever happened), I was told they only waive fees on 1 missed payment. The first one was YEARS prior. When closing my accounts I was told in person that they would close my accounts and mail me the money. I SPECIFICALLY ASKED if I would have to come back at all. I was told I would not have to. When it didn't happen, I called them. I was upset. I was told it is simply not possible and I have to come in (again). Because I was upset, I was demanding to be taken care of. Because if it's not possible, then I was lied to. I was put on hold for 5-10 minutes, and then told the accounts were closed. 6 MONTHS LATER I received a notice stating I would be subject to inactivity fees if I didn't use my savings account. After another two angry phone calls, I was forced to drive in again, 30 minutes away, to sign for the closure of my savings account. These were not honest mistakes. These were lies. This was the most frustrating experience with a company in my entire life. You MAKE MONEY off of HOLDING OUR money. And it is FEDERALLY INSURED. You CANNOT LOSE. But that's not enough for you. You have to nickle and dime people with fees, poor interest rates, poor loan rates, and doing everything you can to make things difficult along the way. An absolute joke of a bank. I will spend the rest of my life telling people to go somewhere else. Do NOT contact me. I am not interested in speaking with a First Source FCU employee ever again. If you're an employee reading this, I recommend you go work somewhere else.

I had a two issues simply dealing with checks that they called "large amounts." This is the third time it happened. This time I really needed my bank to be efficient, but instead I was denied my money that I truly need and I was spoken to in a condescending manner. All of the woman I spoke with were quick to lay blame as though the check could be fraudulent, would not clear, was from out of state or the like. My only recourse is to close my account and find another bank to do business with and I shall. Also- the drive through wait time is unacceptable. Unfortunately nobody cares.

I have had insurance pay outs applied to OTHER PEOPLE'S VEHICLE LOANS, I have had first source lock my account after they made the mistake of giving someone else my insurance check, I have played phone tag with loan officers to eventually have my application dropped in the end. And today I sit here and type this with my card locked and no way to unlock it because they do not have anyone available to help outside of actual business hours. How convenient.

Customer service needs improvement bad, takes days for them to get back to you when they say they’ll call you. Has happened multiple times and even calling them doesn’t help anything they’ll transfer you all over the place or ask you to leave a voicemail.

I've been a member for 20+ years. Always customer focused, always competitive rates.

Terrible customer service. I understand there is a pandemic and things are different, but this review has nothing to so with COVID accommodations. I had to go in to sign on a loan, and didn't know where my lenders' office was, so I went up to the greeter. There was another person in line ahead of me, which was fine, except there were 2 employees behind the counter, and one was texting on her phone while the other one was helping the person ahead of me. After waiting 15 minutes for this employee to get off her phone, I finally ask where my lenders' office is to close on my loan. After waiting for her to look me up for a couple more minutes, I find out they had my appointment set for the wrong time. "Oh this happens all the time, sorry" they said, so I ended up standing around waiting for 20 more minutes for the lender to get off her lunch. The whole thing left a bad taste, so I wanted to cancel the loan, and the lender starts pushing back, and things kept going back and forth until i very firmly told her to CANCEL THE LOAN PLEASE, almost yelling at this point. One of the most frustrating experiences I've had with a financial institution, First Source clearly doesn't value customer service, people are just numbers on a spreadsheet to them.

Extremely dissatisfied with my experience with First Source over the last few years with a personal loan and credit card. Their recently launched app was not working at date of launch (after several emails boasting an online payment option via the app, which was not ready at launch) inconsistent communication regarding payments, and they admitted they made mistakes due to being understaffed. Unacceptable customer service when you’re handling peoples money and affecting credit scores. Very frustrating experience.

I have been a member of First Source, through the years. Including when I was a child. I felt a sense of loyalty. My latest product from them was a car loan. In November (two months ago!), I had a car accident. I called First Source on seven different occasions, AND stopped in. I met with the assistant branch manager. That was early December. On each occasion I gave gave permission for them to speak to my insurance company. Meanwhile, WEEKS went by, in which nothing was being processed to payoff my car. Everytime i called to check on the status, i was told i had to give permission to them to speak to my insurance. Despite the fact, i literally already had half a dozen times. After six weeks had gone by, i emailed the assistant branch manager. TWICE. She responded to zero of my inquiries. I feel this is very unprofessional. This week, I'm still playing phone tag with them. The latest reason why this isn't settled yet? Supposedly because my insurance company sent the payoff pheck to the Rome First Source branch. So now, First Source told me they asked my insurance to issue ANOTHER check. Thus delaying time until this is settled. I am very dissatisfied with how long this is taking. How redundant the whole process his been. The lack of communication to me. I am also shocked that the manager i wrote to could not even respond to any of my emails. My first choice was handling this with them directly. Not leaving a review. However, my concerns have fallen on deaf ears I have friends who bank with other financial institutions. When they had an accident, their claim was wrapped up in two weeks. This has now been Two MONTHS. Simply unacceptable. It's a shame for them, as I need to refinance my house as well as possibly take out another car loan. However, i can promise you, my business will not be with them. I have been more than patient. So, now, for me. I will be closing all my accounts with them, and my tale will be a cautionary tale to everyone i know. If you are reading this and considering a loan with them, buyer beware. They are only business like before you sign the dotted line. After that, they don't care about you. YOU will find yourself calling repeatedly, following up and managing what they were hired to do. Very dissatisfied.

Upper Management and All Reception and teller staff are absolutely REMARKABLE...Very Pleasant, Thorough, Efficient, Caring, and Friendly! Love These People and Their Flexibility For Business and Personal Finance was AMAZING! Amy Demetri is sweet, genuine, and just a super human being.

I decided to open an account with this bank about 4/5 months ago... Big mistake.. They talked me into refinancing my vehicle to lower my payments.. It's been almost 5 flipping months and I still have not received my flipping title to the vehicle!!!! I call them about it today and they tell me to call the DMV for a copy!!! Why is it my responsibility!!! Bullshit!!! I will be getting out of this bank as soon as I can.. What a mistake and a waste of my time!!!